Shipping & Delivery FAQ
  • 11 Jun 2022
  • 4 Minutes to read
  • Contributors
  • Dark
    Light

Shipping & Delivery FAQ

  • Dark
    Light

What is my estimated delivery date?

How long an item takes to ship and arrive is determined by the date of shipment from the distribution center and the shipping method you selected at the time of checkout. Items in stock are shipped the same business day of the order being received. Shipments travel to their destination during normal business days, Monday through Friday.

You can read our Shipping Policy here

Our reputation as a reliable shop means a lot to us, and we like to keep business going with customers in a positive fashion. So, while we will do all we can to ensure your order is delivered in a timely manner, some things are beyond our control, such as severe weather conditions, service interruptions, federal holidays, etc.


 Shipping Method

 Order Date

Normally Ships

Estimated Arrival

Standard Ground

Monday - Friday

Same Business Day

2-5 Business Days

 Next Day Air

Before 3pm PST Mon-Fri

Same Day

Next Business Day

After 3pm PST Mon-Fri

Next Day

2 Business Days

 2nd Day Air

Before 3pm PST Mon-Fri

Same Day

2 Business Days

After 3pm PST Mon-Fri

Next Day

3 Business Days

 All Special Orders

 Date Order Placed

 1-3 Business Days

 2 Weeks from Order Date

Do you ship worldwide?

UPS

  • UPS Worldwide Saver (3-5 Business Days Delivery)
  • UPS Worldwide Expedited (5-7 Business Days Delivery)
  • UPS Flat Rate Shipping (8-21 Business Days Delivery. Only applicable to small packages)

USPS

  • Priority Mail International (7-10 Business Days)
  • Priority Mail Express International (3-7 Business Days Delivery)

My order came one day late. Can I have a full refund?

You can, if the shipping company is at fault.  For example, a winter storm would not qualify.

Why is there a delay on my UPS order?

Once an order is shipped, we do not have any control over shipping times.

If I do not get my order on time, can you refund me the shipping?

We can, if the shipping company is at fault and you purchased shipping within a certain number of days, like UPS 3 days. For example, a winter storm would not qualify.

Questions about International Shipping

We have created these frequently asked questions to help smooth out the process and provide more information for our international customers.

Do you have someone who speaks my foreign language?

Our employees are trained and provide translation service in most languages through our customer service chat room. Don't hesitate to give it a try.

Do I need a US prescription if I am shipping to another country?

No, you don't, but, it is always best for us to know what your current pressures are so we know you are getting the proper CPAP machine.

Do you ship CPAP machines, CPAP masks and supplies to my country?

Yes, we ship most items internationally. Ask an associate for details. 

Note that we currently do not ship to the following countries:

  • Mexico

Where can I find my estimated delivery date?

Once your order has been submitted, a confirmation email will be sent to you. This email will include shipping and delivery time estimates. These estimates will also appear under "My Account.”

Do you offer rush shipping?

Expedited shipping is available, including 2-Day and Next Day (with the addition of Saturday Air under certain circumstances). Orders must be submitted prior to 11:00am Pacific Standard Time in order to receive expedited delivery in the time frame specified. 

Expedited orders placed after 11:00am Pacific Standard Time or on Saturday/Sunday normally ship the next business day. Some orders may be subject to verification of billing/shipping information and may therefore be delayed.

We work tirelessly to have your shipment arrive within the specified time frame. During times of heavy order volume, expedited shipments may take longer to process. Therefore, we recommend you plan accordingly. 

To ensure delivery time frames, order early during peak times and holidays, such as Easter, Mother's Day, Thanksgiving, Christmas, and New Year's, as well as when schools resume in late-August and mid-January.

How can I calculate my shipping costs?

When placing your order, you may choose from several methods of shipment, and you will be able to select the method and pricing that best fits your needs.

Does the shipping cost include duty or tax?

No.

What locations do you ship from?

Stock orders ship from our distribution centers located in Redmond, WA, USA. Shipping charges are automatically calculated using the closest distribution center as the point of origin. 

We reserve the right to ship certain products or orders directly to a customer from the manufacturer. In these cases, freight costs, if any, will be calculated using the manufacturer as the point of origin.

What shipping methods do you use?

We ship orders to both commercial and residential addresses. Commercial addresses are defined as business addresses situated on commercially zoned real estate, as determined by the freight carrier. 

Businesses operated from a house, apartment or other dwelling are not considered commercial addresses and will be charged any applicable residential delivery fees.

Will I be charged for freight fees?

Orders of free freight eligible products that subtotal under $250 that are shipping to the same address will be assessed freight and handling charges, unless otherwise indicated. 

When you order factory direct items not stocked in our warehouse, a freight charge may be assessed in accordance with the freight chart. 

After you finish adding items to the Shopping Cart, you will receive Standard Ground and Expedited shipping options to best meet your needs. Though not standard, inside delivery is available for an additional fee.


Was this article helpful?